Ticketing Agents help you turn first-party and third-party customer feedback into actionable tickets directly from the Birdeye dashboard. Use ready-to-use workflow templates from the Library to automate ticket creation from online reviews and survey responses. The agents will analyze review comments and NPS score survey responses, identify specific issues, route tickets to the right teams, and configure escalation rules for timely follow-up.

Go to Ticketing > Agents.
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Click Library to view the ready-to-use agent templates.
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Select a template based on the feedback you want to act on:

Use the rating-based agent to automatically create tickets based on the ratings customers give in their reviews.

Open Review Ticketing Agent Based on Rating from the Library, and click Use Agent.
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The workflow builder opens with the agent details node. Click the agent name to configure the Agent name, Goals, Outcomes, and Locations where you want the agent to run. To select locations, click the pencil icon and select the locations from the drawer that opens. Click Save when you're done.

Click the Trigger node. By default, the trigger is set to run when a new review is received or updated. You can modify the trigger by adding conditions, such as running the agent only for specific review sites or ratings.

Click the Create Ticket node to configure how tickets are created in Birdeye. Select the assignee who should receive the ticket. You can also leave the assignee blank and assign the ticket manually later.

Optionally, add Watchers to keep other team members informed about the ticket.

You can also configure escalation rules to escalate tickets based on your requirements automatically.

Once you've configured the workflow, click the Run Test icon. Click Run Test and select the review and verify that the workflow works as expected.

If you need to make any changes, update the workflow and run the test again. Once you're satisfied with the results, click Publish to make the workflow active.

Use the Review Ticketing Agent Based on Issue Type template to analyze poor reviews, identify the issue type, and route the resulting ticket to the appropriate team for action.

Go to the Library and open Review Ticketing Agent Based on Issue Type.

Click Use Agent. The workflow builder opens with the preconfigured workflow.

Click the agent node to open its configuration drawer. Here, you can update the Agent Name, Goals, Outcomes, and Locations.
To update locations, click the pencil icon, select the required locations from the drawer, and click Save.

Click the New Review trigger node. The trigger is preconfigured to run when a new review is received or updated. You can customize when the agent should run by adding conditions to the trigger.
For example, you can configure the agent to run only for:

This allows you to control which reviews are analyzed and sent through the ticketing workflow.

Click the Review Analysis node. This node analyzes the review content and classifies poor feedback into the appropriate function or issue type and severity, helping the responsible team take action and resolve the issue.

Under Action, review or update the following configuration:
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a.Basic

Under Basic, you can update:

Update these fields if you want to customize how the action is identified or described in the workflow.

b. Prompts

Under Prompts, you can review the instructions provided to the AI for analyzing the review.

Handy Tip: The default prompts are configured for the workflow, so you typically only need to review them unless you want to customize how the review is analyzed.

c. Fields

Under Fields, review the data used by the Review Analysis action:

These fields determine the information available to the subsequent steps in the workflow.

d. Context

Under Context, select the LLM model you want to use for the review analysis.

Choose from:

Once you have reviewed or updated the Review Analysis configuration, continue configuring the remaining nodes in the workflow.
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Click the Based on Conditions node. The node displays the existing branches used to route reviews based on the conditions defined in the workflow.
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Review the existing branches to understand how reviews are routed based on the identified function or issue type. To create an additional routing path, click Add Branch and configure the conditions based on your requirements.

Scroll down to view the different branches configured in the workflow. For example, you may see branches for Legal, Finance, Support, and Services. Under each branch, you can view the Create a Ticket in Birdeye action.
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Click each branch or action node to review its configuration. By default, the branches and actions are preconfigured, but you can update the conditions or action details based on your requirements.

Also, review the Fallback branch. This branch handles reviews that do not meet the conditions configured for any of the other branches. Review the action configured under the Fallback branch and update it if required.
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Handy Tip: You can also configure escalation rules to escalate tickets based on your requirements automatically.
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After that, click the Run Test icon and test the workflow with a sample review to verify that the issue is correctly identified, routed, and assigned.

If a review contains issues related to multiple teams, the agent uses the branch order to determine which team takes priority. You can reorder the branches to reflect your preferred routing priority.

For example, if a review contains comments that could be associated with multiple teams, a tie-breaking prompt can help the AI determine which team should take priority. The preconfigured workflows already include tie-breaking prompts for such scenarios.

If the review doesn't contain an actionable issue that requires a ticket, the agent doesn't create one.

Use the Survey Ticketing Agent Based on NPS template when you want to create tickets based on a survey respondent’s NPS score.

Open Survey Ticketing Agent Based on NPS from the Library and click Use Agent.
The workflow builder opens with the preconfigured workflow.

Click the Survey Ticketing Agent node to configure the agent.
You can update the following details such as Agent Name, Goals, Outcomes and Locations.
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To select or update locations, click the pencil icon next to Locations and select the required locations from the drawer. Click Save when you're done.

Click the Trigger node to review its configuration.
Under the Trigger, you can review the Trigger Description and add or update conditions to define when the agent should run.
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Click the Based on Conditions node to review the branches configured for the workflow.
You can review the existing branches or add a new branch based on your requirements.
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Review the Configure Survey Ticket Rules node.
Under this node, click the Configure Survey Ticket Rules node to review or configure the ticketing rules. Survey responses are evaluated to determine whether they qualify for ticket creation.
Under Action, you can update the Action Name and Description.
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Review the conditions configured for the branch.
You can click the condition node to review the existing conditions and update them if required.
By default, the workflow is preconfigured with the required conditions and actions. Review the configuration and make changes only if you need to customize how survey responses are handled.
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Scroll down to review the branches and the nodes configured under each branch. Click each node to review its configuration and update it if required.

By default, the branches and actions are preconfigured. If the existing configuration meets your requirements, no changes are needed.

Also, review the Fallback branch. This branch handles survey responses that do not meet the conditions configured for any of the other branches. Review the action configured under the Fallback branch and update it if required.

Once you've reviewed the branches and their associated nodes, click the Run Test icon to test the workflow and verify that it works as expected.

If you need to make any changes, update the workflow and run the test again. Once you're satisfied with the results, click Publish to make the workflow active.

Use the issue-type agent to go beyond NPS and understand what customers are saying in open-ended survey questions.

Open Survey Ticketing Agent Based on Issue Type from the Library and click Use Agent.
The workflow builder opens with the preconfigured workflow.
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Click the Survey Ticketing Agent Based on Issue Type node to configure the agent.
You can update the agent details, such as Agent Name, Goals, Outcomes and Locations.
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To update the locations, click the pencil icon next to Locations. In the drawer that opens, select or deselect the locations where you want the agent to run. Click Save when you're done.

Click the New Survey Response is received trigger node.
This agent is triggered when a new completed survey response is received for the selected surveys and locations.
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Under the trigger, you can modify the Trigger Name, review or update the Description and add conditions to control which survey responses trigger the agent.

Click the Based on Conditions node to review the configured branches.

By default, you can view a Sample Survey 1 branch and a Fallback branch. You can rename the Sample Survey 1 branch and review or update the conditions configured for it.

If you need to route another survey or issue type, click Add Branch and configure the required conditions.

Review the nodes under the Sample Survey 1 branch.
Scroll down to view the nodes connected to the branch. Click each node to review its configuration and make changes based on your requirements.
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The default workflow is preconfigured with the required actions. If the existing configuration meets your requirements, no changes are needed.

Click the Run Test icon to test the workflow and verify that it works as expected.

If you need to make any changes, update the workflow and run the test again. Once you're satisfied with the results, click Publish to make the workflow active.
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If you want to create a ticketing workflow from scratch instead of using a preconfigured template, you can create your own agent.

From the left navigation, click Ticketing.

Click the Agents dropdown and select Ticketing Agent.

Click Create Agent.
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The workflow builder opens, where you can build your ticketing workflow from scratch.

Add the required triggers, conditions, branches, and actions to build your workflow.

Configure each node based on your requirements and connect the nodes to define the workflow.

Review the complete workflow to ensure the trigger, conditions, branches, and actions are configured as expected.

Once you're satisfied with the configuration, save or publish the agent based on the available options.